IT Software Support Executive

First-Line Technical Support:

• Provide prompt and professional first-line technical support to users via various channels including phone, email, chat, and in-person.
• Accurately diagnose and troubleshoot software-related issues reported by users.
• Guide users through step-by-step solutions, workarounds, or resolutions for software problems.
• Identify the root cause of issues and provide clear explanations to non-technical users.

Issue Management & Escalation:

• Document all reported issues, inquiries, and resolutions meticulously in the support ticketing system (e.g., Jira, Zendesk, Freshdesk).
• Prioritize and manage a queue of support tickets based on urgency and impact.
• Escalate complex or unresolved issues to higher-level technical support teams, developers, or relevant departments, ensuring all necessary information is provided for efficient resolution.
• Follow up with users to ensure that their issues have been fully resolved to their satisfaction.

Knowledge Base & Documentation:

• Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
• Develop and update internal documentation on software functionalities, common issues, and resolution steps.
• Proactively identify opportunities to improve self-help resources for users.

Software Installation, Configuration & Training:

• Assist users with the installation, configuration, and basic setup of software applications.
• Provide basic training and guidance to new users on software functionalities and best practices.
• Keep users informed about software updates, new features, and potential impacts.

Collaboration & Improvement:

• Collaborate effectively with product development, quality assurance, and other IT teams to relay user feedback, identify recurring issues, and contribute to software improvements.
• Participate in testing new software versions or patches to ensure stability and functionality before deployment.
• Stay updated on the latest software updates, industry trends, and troubleshooting techniques.

Customer Satisfaction:

• Maintain a high level of customer satisfaction by providing courteous, patient, and effective support.
• Demonstrate empathy and patience when dealing with user frustrations.